APRIL 26, 2004

> SUPER!Centers and 'PLUS' offices Statewide map
> SUPER!Centers and 'PLUS' offices Metro Detroit map

Secretary Land unveils customer-driven initiative

Secretary of State Terri Lynn Land is creating a revolutionary breed of branch office that offers customers greater convenience and expanded service options.

Land today announced plans for two classes of enhanced offices – SOS SUPER!Centers and SOS PLUS offices. They offer service levels beyond those of most standard Secretary of State branches. Benefits range from Saturday hours to additional staffing, depending on the type of office and an area’s service needs.

"Today’s customers are busier and more sophisticated than ever before," Land said. "Providing the service that they deserve demands a 21st century vision. We’re breaking the mold of our traditional branch-office structure. This lets us redirect limited resources so that our services are more compatible with population shifts and other variables. Any way you add it up, our new ‘PLUS’ offices equal greater advantages for the public."

This groundbreaking approach to customer service is largely the result of feedback received from citizens and employees during Land’s statewide branch-office tour. Land visited all 173 branch offices last year during her first eight months in office.

Five SOS SUPER!Centers are planned for the service areas of Flint, Grand Rapids, Clinton Township, Detroit and Livonia. SUPER!Centers handle larger volumes of business and will be distinguished by their array of conveniences and benefits, including:

• Additional full-time staff
•  Extended or expanded service hours, including Saturdays
•  An on-site customer-service specialist
•  A designated service area for auto dealers, which will help to shorten waiting times for other customers
•  Cabling within the facilities that allows for high-speed technological upgrades
•  Self-service stations that give eligible customers the option of renewing their vehicle registrations by credit card
•  Specialized services such as mechanic testing, obtaining instant titles, and driver assessment and appeals
•  Improved access (parking, bus routes, located off of major roadways)

Twenty-two SOS PLUS offices will offer some of those same services, with the exception of Saturday hours. SOS PLUS offices are planned for Marquette County, Roscommon County, Mecosta County, Sanilac County, Tuscola County, Lapeer County, Montcalm County, Eaton County (Lansing Area), Kalamazoo County, South Kalamazoo County, North Berrien County (Benton Harbor-St. Joseph), South Berrien County (Niles), St. Joseph County, Southeast Macomb County (St. Clair Shores), Central Oakland County (Pontiac), Southwest Oakland County (Novi - Northville), Northwest Detroit, Northeast Wayne County (Dearborn Heights - Redford), Central Wayne County (Westland), West Wayne County (Canton), Southeast Wayne County (Lincoln Park), and Southwest Wayne County (Belleville).

The PLUS offices will be the first targeted to offer customers the option of paying for any transaction by credit card at the counter.

The new offices are being created with existing resources and will not require additional revenue. Staff and resources will be reallocated as needed, resulting in some office consolidations throughout the state. The Department of State is working with communities to identify the best sites for the offices.

"We must be forward thinking," Land said. "We must change as Michigan changes. This initiative is a natural progression as we continue emphasizing the availability of online services. It is a logical next step and a common-sense approach to customer service."

Work to implement the initiative will begin immediately. The first new office is expected to be operational within 90 days. All office moves are expected to be completed by the end of 2004.

Land’s redesign of the department’s service-delivery system includes a consolidated call center to handle telephone inquiries for all new and existing branches. This frees office staff to focus on on-site customers.

"Government tends to follow rather than lead when it comes to keeping pace with customers’ needs," Land said. "But that’s not the Department of State way. We will continue retooling our process so that department resources are meeting the greatest demands. Taxpayers expect nothing more, and they’ll get nothing less."

Editor’s note: Radio actualities are available by calling the Secretary of State news line at (517) 241-2800.

Maps about the new branch office structure are available at the following links.

Related Content:

> SUPER!Centers and 'PLUS' offices Statewide map
> SUPER!Centers and 'PLUS' offices Metro Detroit map
> Secretary of State Super!Centers
> Secretary of State 'PLUS' Branch Offices
> Project Executive Summary